Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction was on April 5,2024 I paid for a move and packing of household items the total was $853.58 on my credit card. I called back a few days later to cancel the move due to lose of new apartment. I have called multiple times and no one seems to know what is going on or there is no one that can answer my questions is there. I just want my money back I am a senior citizen and live on a limited income.

  

  Business Response

  Date: 08/07/2024

  8/7/2024
  
  **************************;
  
  ID:  # #********
  
  This customer booked her move for May 9, 2024 on April 9,2024.  She paid the total amount estimated of $820.75 plus the 4% processing fee of $32.83 using a credit card.  This customer called to cancel her move on April 22, 2024.  Due to the amount paid in advance on a credit card, we always recommend suspending the move, retaining the deposited amount for use on a later date, as the processing fee is not refundable.  This customer requested the full refund which was finalized by our accountant on 7/30/2024. Advanced Moving & Storage apologizes for the delay as due to a misunderstanding, this accidently fell through the cracks. 

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked this business because of the A+ BBB rating and for them not being a broker. This business quoted me $3,335.16 for a move from ***** to ***** on 2/23/24. I paid them with a Chase credit card half the balance due for them to pick up my items ($1905.88 (with 4% CC charge)). Pickup was 3/12/24, drop off was agreed to be latest 4/1/24. Paid $1905.88 for remaining balance on a Capitol one card. The delivery was late, and the day before delivery they demanded $675 extra for not being able to fit a semi in apartment lot. This $675 charge was not previously discussed, and the delivery address was known from the time of the original quote. I told them that I wasnt paying them an amount that wasnt mentioned in the quote as it was their responsibility to quote accurately. Oh my They withheld my items until I WIRED them guaranteed funds of $4,486.17 with the assurance that they would refund my two original payments of $1905.88 (totaling $3,811.76). This puts my total investment at $8,297.93. I have a signed document stating they would refund me $3,811.76 along with emails from the office manager. My materials did not arrive until 4/11/23. One of the movers was not an employee of their company but was a local mover brokered out. It was my understanding during the quote process that only movers from their company would be handing my items. Of the two movers, one was elderly in a U-Haul. I had to pay my neighbor to help carry my bed in because their employee was incapable. It is now 5/6/23. I have followed up on more than 10 occasions with this company and have received no response/refund as of this week. This experience has been both financially and mentally exhausting. *****, my main point of contact is exceedingly rude, condescending, and has not followed through on her signed agreements. I cannot get ahold of the owner or any other point of contact.It is with my most sincere hope that you can help me get this issue resolved and prevent it in the future.

  

  Business Response

  Date: 05/17/2024

  May 17, 2024
  
  *******************************
  
  ID:  # #********
  
  This customer booked a shared delivery interstate move,which is via semi-truck, to ******* with a delivery window of 3/15-4/21.  The truck was scheduled to depart on time,however mechanical issues were found which prevented this.  This customer was informed that the truck was in the repair shop with a mechanical failure and this shipment would be late,but would be expedited upon its return to service.  Unfortunately, this customer became verbally abusive/hostile and threatened that she would do a chargeback on the credit cards used to pay this move.  She was provided with the repair invoice & the Bill of Lading T&Cs concerning mechanical breakdowns, and was informed that all credit card payments were required to be replaced with guaranteed funds.  This delivery took place on 4/11/24, only eight business days past the delivery window.
  On the day of delivery, Advanced Moving & Storages driver had to rent a local U-Haul truck for use as a shuttle service in order to perform the delivery at this customers destination address as this location did not allow for semi-truck deliveries.  The other helper with our driver was from our network of approved movers in that area. Our office did not receive any complaints concerning this delivery.
   During our investigation of the refunds due, one refund of $1,905.88 was completed on 4/30/24. The second refund was accidently overlooked by a new accountant and will be processed the week of 5/20 once new account and credit card processing system has been approved for use.  Advanced Moving & Storage is sorry for this delay and the inconvenience this has caused. 

• Initial Complaint

  Date:05/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to move my one-bedroom apartment. The movers only moved half my items and stated they would come back the next day. Lie # 1. The original move was on a Monday they didn't return until Friday. Lie # 2 they stated my couch was too big to move. Obviously it isn't it got into the apartment without any issues. Lie # 3 is that they saw a cockroach and didn't want to move the items and risk getting the truck infested. But they turned right back around & offered to complete the move for an additional $700 plus. After I've already paid close to $1000. I had to rent a Uhaul and have a younger family member move the rest of my ***************** items. I had to leave my ******************** which were almost brand new. I am a senior citizen that's on a fix income. No way could I afford to hire a new moving company. Now I have to find a way to buy a new *********************

  

  Business Response

  Date: 05/17/2024

  May 17, 2024
  
  *******************
  
  ID:  # # ********
  
  This customer originally booked her move for Monday 4/29/24.  ******** arrived and noted that the customer was not fully packed and extra hours would be required. ******** moved as much as they could for the three hours and the second part of the move was booked for Friday 5/3.
  On Friday 5/3, the crew arrived at the customers house and spotted cockroaches. Photos were sent to management and the move was immediately due to health hazards.  The customer was only charged the ****** minimum and we waived the fee to bug bomb the truck.  Advanced Moving & Storage is sorry that this customers move had to be canceled, but we cannot allow cockroaches in our trucks, to be handled by our employees, or risk the spread of them.Photos are attached.

• Initial Complaint

  Date:03/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found them on ****** calling around asking moving prices because I was moving from *********************************************************************** to another state that state was ****** ******* address there ************************************** so they gave me an affordable quote and the day they would have my stuff delivered so my delivery date was 3/04/2024 to the new address in ****** ** I paid this business ***** dollars to deliver my thing and didnt get my sofa I been patiently asking when are youll going to deliver my furniture when I have paid youll they been giving me the runaround saying they dont have a date which is so unfair when I paid youll to deliver me everything out my apartment to my new place in a new state so I am coming to youll for help I dont know what to do. At this point and I have gave out all this money and dont have my furniture I ask them can I speak to corporate they say theyre cooperate they been so rude and unprofessional to be its really insane no customer deserves this kind of service at all when youve paid your money to move from one state to another some of my items was broken that I had box up appropriate as well I let them knew that as well more so I was concerned with my sofa I paid a lot of money for I ask them for an reimbursement as well not a hold refund but at least some of my money back plus my sofa off they mistake that they made for all the unprofessional things they have done and I still have not received any help from them.

  

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  ***************************
  
  ID:  #********
  
  Advanced Moving & Storage completed this customers delivery within her delivery window on 3/04/24.  As soon as we found that the sofa had accidently been left behind in our warehouse, we contacted her to apologize for the error and informed her that her sofa would be on the next interstate shipment going Southwest and that we anticipated a delivery window of 3/15-4/1/2024.   
  As 3/20/24 this customer had already received the call from our customer service department sharing that her delivery is planned for the week starting 3/25/24 and that the date and time of the delivery will be announced as soon as the truck departs.
  
  Advanced Moving & Storage considers this claim closed.
  

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21450993
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I am rejecting due to the fact of I been I calling them and they been giving me the run around saying it was going to be delivered and two weeks prior to the date they delivered my order furniture and never came I call them last week they say they didnt have a date and I call today now telling me the same thing as well they doubt have a date yet which is unfair when I have already paid this business for my service it not professional at all.

  

  Business Response

  Date: 04/02/2024

  April 2, 2024
  
  ***************************
  
  ID:  #********
  
  This is in response to the customers rejection. 
  This customer has been informed that the truck for this delivery is in repair for a mechanical failure and that this shipment will depart as soon as the truck is returned in safe and fully operational condition. Advanced Moving & Storage considers this claim closed.

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Advanced Moving and Storage moved me out of my house in *********** ******** on 12/19/2023. Brought 5 guys, 1 walked slower than my grandma, and another I caught smoking in my basement twice, he said it was dust. I called the sales guy and left a message. I have a long driveway and was agreed on to have 2 trucks instead of a semi so they could back down the driveway. But they came with a semi and had to bring allllll my garage items and basement items twice as far. Adding time to my bill. The move in was 12/22/2023. In ********** ********. That morning they showed up at ********************* agian!! Adding 1 more hour to the move, I called ***** the office lady and she said don't worry we will adjust the bill. She never adjusted the bill and said GPS said 7 hours and charged me the whole time, even those the spend an hour going to wrong house. I paid for 8 hours total before the move. The move in took 6 hours from dock to doc taking off the extra hour. She sent me a check after 2 months for 1 hour and should be 2. So I would like a refund for the hour they spent going to the wrong house, should be more since the move in was way longer than should.

  

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  ***********************
  
  ID:  #********
  
  Advanced Moving & Storage found an error in the original audit that was performed on this customers move documents.  The last half of his refund was mailed via **** about 1-1.5 weeks ago and should have been received by now. To date, Advanced Moving & Storage has issued and mailed two refund checks in the amount of $285.00 each (total of $570.00), each check is the equivalent of 1 hour of labor that the customer was due.
  ******************************************* & ******************** considers this claim closed.
  

• Initial Complaint

  Date:03/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked move on 1/29 for a move on 3/1 with a window from 8am-10am for my parents who were moving out of an assisted living facility. Prepaid the remaining estimate 4 days prior to the move. On 2/28 they said they overbooked and could we move our time to 1pm-3pm. We agreed, trying to be good customers, and requested the crew from our previous move. On the day of the move, received a call at 2:30pm that the crew was running late and they would be there around 5. They advised that there wasn't another crew available. Ultimately was told that the crew wouldn't arrive until 7:30pm. Since we were moving out of a managed building, that late of a move was not possible. In addition, the move would not be completed until at least 11pm, which is unreasonable for a couple in their 70s. That does not constitute "reasonable dispatch" as mentioned in the contract. We compromised to first thing the next morning, 3/2. When discussing this, we mentioned getting some kind of credit and the customer service rep told us that they had no control over it. This change forced my parents to stay at a hotel for the night and the assisted living facility charged us for an additional day - approximately $450 in additional expense due to their scheduling issues.The move happened on 3/2 (after several calls that morning to confirm they were coming). We followed up with the customer service rep on 3/4 and the same person confirmed they WERE the one to talk to and would investigate. Followed up on 3/5 and traded voicemails on 3/6 and 3/7 to ultimately be told that because we didn't allow the move at 7:30pm, we were not entitled to a credit. We requested a conversation with management and have not heard back. Our movers said we were entitled a time credit, which we have received no communication on. Was hoping customer service would be willing to provide some kind of credit as they were responsible for scheduling. They have been unwilling to even discuss.

  

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  *********************
  
  ID:  #********
  
  Advanced Moving & Storage explained that 8:00-10:00 am arrival window for March 1, 2024 was accidently over booked and this customer was asked if they could switch the afternoon 1:00-3:00 arrival window, which was accepted.
  The customer that was scheduled for the morning move that day was estimated for 5 hours, which would have put the arrival time for this customer at approximately ********* pm. The morning customer did not inform us of additional inventory of items and a long distance walk from the parking area prior to our arrival which caused their move to take longer than we had estimated. 
  This customer was contacted around ****** to let them know that the morning move was taking longer than we expected and that the crew would be arriving later than planned.  We planned to send the first available crew. The last call to this customer was at 4:55 pm letting them know that the crew was preparing to depart and would be there between 5:30 6:00 pm.  They were offered the option to either complete the move that night, cancel for reimbursement of the deposit, or to have us perform the move the next day with the 8:00 am-10:00 am window. The customer chose the next day with the ********** am arrival window. Per the customer request, the move was completed the morning of Saturday 3/2/2024.  As the customer service representative later explained to this customer, we completed the move as she requested and she was only billed for the actual time it took to complete the move. 
  Advanced Moving & Storage strives to make our customers happy and we try to provide the best service possible.  We do our best to provide accurate estimates and scheduling, but from time to time we encounter unforeseen issues and delays while providing our services.  Advanced Moving & Storage is sorry for any inconvenience this has caused.
  
  Advanced Moving & Storage considers this claim closed.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21416296
  
  I am rejecting this response because:

  In the initial scheduling of our move, we had agreed upon a specific time. However, Advanced Moving, by its own admission, overbooked the said slot and requested a change, to which we complied in good faith. Another customer taking longer than expected is not our fault and, as stated previously, a move at 6pm was not possible due to the facility manager no longer being present. Understanding that unforeseen circumstances can arise, it is our belief that the responsibility of remediation falls squarely on the shoulders of the service provider. In addition to imposing on our time, these delays caused us to incur unplanned expenses of approximately $450. We are not requesting a full refund.  We believe it is fair and justified for the company to issue a partial credit to offset the costs that we incurred as a result of the errors on their end.

  We trust that Advanced Moving will take our request into consideration and act in good faith, acknowledging our patience and cooperation despite the inconveniences caused by these unforeseen changes.
  

  

  Business Response

  Date: 04/02/2024

  April 2, 2024
  
  *********************
  
  ID:  #********
  
  This is in response to this customers rejection.
  
  Advanced Moving & Storage completed this customers move on March 2, 2024.  Advanced Moving & Storage makes every effort possible to meet the scheduled arrival window for our customers moves,however from time to time our schedule is affected by unforeseen circumstances,at no fault of ours, of which are beyond our control. This customer selected from the options we presented, due to unforeseen circumstance, of which were completed. Advanced Moving & Storage considers this claim closed.

• Initial Complaint

  Date:02/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used moving services of Advanced Moving and Storage from December 20 - 22, 2023. Company requires move to either be paid in advance or in cash on day of move (which would be a lot of cash to have on my person). I paid in advance based on move estimate prior to move. We did our own packing and had one less move location than was in the original estimate. As such, the move came out to be $1,743.25 less than what we paid and I am owed this as a refund. This amount, that I am owed refund of $1,743.25, is undisputed. This amount was known as far back as December 22, 2023 (and *****, last name unknown, who appears to be in charge of customer service confirmed I am owed this multiple times including as recently as February 16, 2024). It is now over 2 months later as of today and I have yet to receive a check for the refund that has been acknowledged for over 2 months despite following up weekly. Amount of money listed below is amount of the refund owed.

  

  Business Response

  Date: 03/25/2024

  March 22, 2024

   

  ***************************

   

  ID:  #********

   

  Advanced Moving & Storage issued and mailed the refund for this customer after his move.  We were later informed that it was not received.  The check was not returned to our office by the post office, it had not cleared our bank account, and it was later found that there was an error in mailing address.  This refund was resubmitted through the verification and refund process.  This customer disputed his credit charge the amount of $726.96 was debited from our account which we will not dispute.  This customers refund amount has been adjusted to reflect the credit due, less the disputed credit card charge amount, and should arrive during the week beginning March 25, 2024

   

  Advanced Moving & Storage considers this claim closed.

   

  Customer Answer

  Date: 03/31/2024

   
  Complaint: 21337409
  
  I am rejecting this response because:  the claim cannot be closed until Advanced Moving & Storage actually sends the refund.

  It is now 3/31 and again no refund has been received.  So (at least as of today), it would appear that the company did not issue the refund as represented to the Better Business Bureau to "arrive during the week beginning March 25, 2024."  As per the attached, the company made a similar promise the week of March 6, 2024 (when the credit card company charged back the $726.96) and did not send it then either.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/09/2024

  April 9, 2024
  
  ***************************
  
  ID:  #********
  
  In response to this customers rejection:
  Once again, Advanced Moving & Storage issued and mailed the refund check to this customer as previously stated.  The mailing address on the refund was verified to be correct and it was picked up by our **** mail carrier. 
  Advanced Moving & Storage considers this claim closed.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21337409
  
  I am rejecting this response because:

  The business (or at least the person responding) is making a false statement.  I have not received.  They also just told a state regulator last week they havent sent out yet so what they are representing to BBB is false.  

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/09/2024

  April 9, 2024
  
  ***************************
  
  ID:  #********
  
  In response to this customers rejection:
  Once again, Advanced Moving & Storage issued and mailed the refund as previously stated.  This will be delivered via USPS.   The details about this complaint were discussed with the ******** ******************* and this customers statement inaccurate.   The ICC is aware that this check was mailed and if it has not already been delivered, it will be soon.  

  Advanced Moving & Storage considers this claim closed.

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 2023 We hired this company to move our home. The issue is that they owe us a refund of less than $200 and they aren't paying us. They owe the refund because they billed us for a 4 hour unload and it only tool 1.5 hours. My husband spoke to the billing person who told him that we were owed around $160 and would receive the refund within a couple of weeks. We have received nothing. I have tried to contact the company through email, phone, and their own customer contact portal but they will not call me back or refund me. I called 2/12/23 and spoke to customer service that promised she would call back. She did not. I called 2/13/23 and when she finally answered, I asked to speak with the owner to which she told me, "that won't happen. He will not call you back." I am just looking for the money I am owed.

  

  Business Response

  Date: 03/06/2024

  Case #: 2128717 - *******************************

  The Advanced Moving & Storage accounting department issued the original refund check, in the amount $243.75 October 2023. 

  This was mailed to ************************** new home address. 

  The **************** investigated the refund that  ********************** said she had not received and found that the check had not been cleared.   

  The check was then cancelled, reissued, and mailed for the second time.   

  Per my conversation with **********************, she has received the refund check.

  Advanced Moving & Storage considers this claim closed.  

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They walked off the job and lied about it to the credit card company in order to still charge me

  

  Business Response

  Date: 03/06/2024

  Case #: 21265666 **************************

  Advanced Moving & Storage received a request from ************************* for moving services.  The Advanced Moving & Storage crew arrived at Mr. ******* residence on Friday, August 11, 2023 to provide moving only services. 

  Upon our crew's arrival at Mr. ******* residence, **************** stated that he needed help packing his items in cartons. The crew and the office explained to **************** that Advanced Moving & Storage would be happy to help him pack his items into cartons, but that there would be an additional charge for the labor and packing supplies.

  **************** became very irate, and verbally abusive to our moving crew about the additional charges for the added packing services.  **************** stated that he was unwilling to pay for the additional packing services and then threw the moving crew out of his home and cancelled the move.  *************** had agreed to a 3-hour minimum move, as stated in his Booking Confirmation, and that is all he was billed for.

  Advanced Moving & Storage considers this claim closed.

  Regards,

   

  *************************

  Customer Service and Claims Department

  P: ************** | F: **************
  ******# ****** MC#******-C ICC# **** MC

  Advanced Moving & Storage, Inc.  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21265666
  
  I am rejecting this response because:

  As has been my experience the owner company has no problem lying. I can demonstrate from receipts that I had arranged for the packing of the room when I scheduled the movers days prior to their arrival. Nothing that the owner said is truthful. The leader of the 3 man crew felt that packing up the room was beneath him and told me that he was a professional mover and a person worthy of respect. He then proceeded to walk off the job without even telling me. In order to charge me without having provided any service whatsoever the owner lied to my credit card company and said that I had told them to leave. 
  This is a person with no moral compass who considers lying in order to get $734 a worthwhile endeavor. He obviously doesnt believe in God or that people possess souls. He is a very low quality human being and I would strongly urge everyone to stay away from him and his business. He will do anything for money except his job it appears. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/13/2024

  March 13, 2024
  
  *************************
  
  ID:  ********
  
  In response to Mr. ******* rejection.
  This customer booked a move for August 11, 2023 which included a limited quantity of boxes and labor to relocate his belongings to a new destination.

  
  On August 11, 2023, the Advanced Moving & Storage crew arrived at the customers origin address and identified that the amount of packing needed for this move greatly exceeded the number of boxes and the labor hours that were originally estimated.  The customers belongings were not organized, they were strewn all over the floor, and in unsanitary conditions.  Advanced Moving &Storage explained the estimated costs for the additional packing supplies and time to complete this move.  The customer became irate and was swearing at the crew, while refusing the pay the additional cost required to complete his move. He was angry that the movers refused to perform cleaning services and later forced the crew to leave and ended the move.  The customer was charged the ****** minimum and the truck fee per our cancelation policy, which he was made aware of prior to his decision to end this move.  Please see the attached Booking Confirmation with the Terms highlighted and the screenshot notes that were entered on Aug 11, 2023 at 10:02 AM.

  
  Advanced Moving & Storage considers this claim closed.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21265666
  
  I am rejecting this response because:

  As you can see the owner has changed his story because he got caught in a lie. That is his defense. He has no problem lying about anything in order to steal money. The word for someone like that is evil. He is a very bad person. He has no moral compass. I am posting my complaint even though he was able to steal my money by lying in order to warn others about this very bad person. He cant be trusted because he lacks morals and character. He has no integrity and is perfectly fine lying if it allows him to be successful at stealing money. Its disgusting. Stay away. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Promises and explanations provided by sales team do not reflect reality. Especially so in regard to insurance and delivery time frame.Inexperienced crew was handling packaging (one person was 1st day on the job, never to have done this before). As a result, some items were damaged, some items were missed and most critical of all: lost hardware prevented correct assembly post-delivery. Unidentified spare parts left behind after reassembly. (Big question: how safe are we using that furniture?)Some items were lost, while a wrong item got delivered to us.Two ladders, (approximately $500 worth) which were missing, were later discovered in the warehouse, but for the last three months the company has not provided a workable solution of getting them back to us.Communication with the company is painful at best and frequently emails and calls go unanswered. The submitted claims (except one) statuses were never provided to us. We seek either a prompt delivery of items or a refund based on replacement value.

  

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  ***************************
  
  ID# ********
  
  Advanced Moving & Storage was hired to provide interstate moving services for this customer on September 6, 2023.  The delivery window to ******* was 10/2/2023-10/16/2023.  Delivery was delayed due to mechanical failure and a labor shortage which was communicated to the customer regularly.  The delivery took place on 10/23/2024, only 5 business days past the original plan. 
  
  This customer selected and signed for the long-distance basic valuation coverage which is $0.60 per pound per article. The day of the delivery, Advanced Moving & Storage was notified by the customer that the hardware for the dining room table could not be found.  In a gesture of good faith, Advanced Moving & Storage paid the bill for a professional service in their area,selected by them, to inspect the table, purchase the hardware, and re-assemble it.  Please note that this service is not covered under the long-distance basic valuation that the customer selected. 
  
  The customer reported missing ladders, which we located, but rather than wait for the next scheduled move to their area, they requested reimbursement.  Advanced Moving & Storage, in another act of good faith, issued a refund in the amount of a comparable ladder, of which greatly exceeds the $0.60 per pound per item that was selected and signed for on this move. 
  
  Advanced Moving & Storage received the customers claim forms via email on November 2, 2023.  The claim settlement has been completed and the settlement mailed to the customer via **** on Monday 1/22/2023.  *Please note: State and Federal Law allows 120 days to settle, deny, or request additional time to process claims.
  Advanced Moving & Storage has compensated this customer at a much higher dollar amount than the basic valuation that was selected and signed for on this move. 
  
  We are a family owned and operated company that strives to make our customers happy. We try to provide the best service possible. While delays and damages are not intentional, from time to time they may occur.  Advanced Moving & Storage considers this matter closed.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21170407
  
  I am rejecting this response because:
  

  Items were not lost nor damaged. This is simply a financial decision by business to pay minimum rather than return items currently sitting in warehouse. As far as we are concerned this is simply a theft. If the item was worth thousands of dollars like TV for example would this be an acceptable solution? We want items shipped to us or pay their replacement value. 
  
  Sincerely,
  
  ***************************

   

  

  Business Response

  Date: 01/29/2024

  January 27, 2024
  
  ***************************
  
  ID# ********
  
  In response to the customers rejection:
  Advanced Moving & Storage offers two types of valuation coverage which is the Basic (Released Valuation) and the Full Value Replacement.This customer selected and signed for the Long-Distance Basic Valuation Coverage which is $0.60 per pound per article.

  Definition of Basic/Released Valuation - Free Also referred to as "basic carrier liability," released valuation mandates that for anything lost or damaged during the move, the moving company must reimburse you at 60 cents per pound per qualifying article.  The released valuation option is included in the base rate of all moves at no additional cost to you.

  Once the ladders had been located, Advanced Moving & Storage offered to deliver them from ***********, ** to **********, ** on our next trip to *******.  We did not have a delivery scheduled in a time frame that this customer found acceptable, so the ladders were settled in the claim.  Instead of only applying the Basic Valuation of .60 per pound that the customer selected and signed for, ******************************************* & ******************** reimbursed them with like replacements of the two ladders. Advanced Moving & Storage also approved and paid for a repair person to go to their home to complete that assembly of the table that they claimed was missing hardware.    Advanced Moving &Storage has treated this customer to a higher level valuation coverage than what they had selected, signed, and paid for.  

  Once again, Advanced Moving & Storage, in an act of goodwill,has compensated this customer at a much higher dollar amount than the basic valuation that was selected and signed for on this move.   

  Advanced Moving & Storage considers this matter closed.

  
  

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. We have received a check for $200 and although it is not a full replacement value, we accept this resolution in order to put it to rest
  Sincerely,
  
  ***************************